Patient Surveys

Medicall365’s Interactive Voice Response (IVR) surveys are the perfect solution for heightening your office’s customer service matrix. Using our IVR Surveys, you can ensure that you receive honest and open feedback from your patients, as automated surveys have been shown to render significantly lower survey response bias.

The first step to providing superior customer care is getting feedback from your customer. Our automated IVR surveys help medical offices open an additional channel of communication with patients allowing the patient to express their opinions and level of satisfaction privately and securely with the services and customer support they have receive. Encouraging feedback will strengthen your understanding of how your patients think your team is performing and help you isolate areas that need additional attention.

Medicall365’s patient survey service is fully customizable. Your surveys are built around individually selected questions and your specific data and language requirements. Each survey on your account includes an introduction and your dictated questions, with options for the recipient to answer in touch-tone or voice – all customized to your specifications. We offer both outbound and inbound automated IVR surveys. Our outbound automated IVR surveys are conducted as designated by your team, while our inbound automated IVR survey service is initiated by the caller upon calling the number assigned to your account.

Example Inbound Survey

Introduction “Hello, you have reached the customer experience survey for Dr. Henry Jones”

Question 1: “Please rate your experience with Dr. Jones’ office on a scale from 1 to 5, where 1 is poor and 5 is outstanding.”

Question 2: “At the tone, please share any additional comments or suggestions you would like to make.”

When the survey is complete, the caller will receive a confirmation number. Your office will also receive a completion notification email and the completed survey will be available to you through our portal. For automated IVR survey subscribers with an integrated account through customer relationship management (CRM) and electronic medical record (EMR) systems, survey results will automatically upload to your system.

Outbound Survey

We can interface with most CRM and EMR systems; however, we also provide an online portal for uploading Excel or .CSV formatted phone number lists. Within our portal, subscribers can create a custom survey and assign it a unique name, schedule outbound survey calls, retrieve data, and create scripts for voiceover recordings to use in their surveys. Every unique survey you create will be archived on your account for retrieval or use at a future date.

Many of our customers schedule outbound surveys following patient appointments or following a customer service interaction with a team member. Others schedule surveys annually or periodically. At the scheduled time of your choosing, the automated survey will dial your party and play the recorded announcement when the call is answered, prompting the patient’s response. All responses will be logged and included in a full report submitted to the customer.

Inbound Survey

Our inbound IVR survey service works similarly to the outbound IVR survey, except instead of calling the patient, the inbound survey provides a toll-free telephone number for the patient to call and complete the survey. Our inbound IVR survey service is a great way to allow any patient to provide valuable feedback. By making a number available to customers 24-hours a day, you are sending the message to your patients that your “door” is always open for their honest feedback. This service is available to them 24-hours a day and empowers them to provide your office with quality feedback from the convenience of their own home.

Account Setup

Step 1 – Call (800) 450-0544 to request a custom quote for Inbound or Outbound Automated IVR Surveys. You will be assigned an account manager who will assist you through the entire account setup process. Your account manager will be happy to answer any questions you may have to determine whether this service is right for you. The account manager can also provide you with a custom quote and all necessary account setup forms.

Step 2 – After you have completed the account setup forms and returned them to your account manager, the account manager will review your forms and assign your account to an account programmer. The programmer will configure and test your account and, once completed, return it to your account manager.

Pricing

A one-time non-refundable setup fee of $1,500.00 is due when account programming begins. After 6 months on a 36-month service agreement, 25% of the setup fee is refunded.

Both outbound and inbound surveys are charged at 30¢ per minute when prepaid and 35¢ per overage minute.

Technical support is charged at 75¢ per minute with 10 minutes included each month.